Improving customer experience in tourism: A framework for stakeholder collaboration

Tourism represents a service industry replete with unique complexities since a tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers at various tourist attractions. Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder's actions on overall customer experience. In this paper, we propose a simple conceptual framework for stakeholder collaboration in tourism. A four-phase customer experience measurement process is developed to prioritize resource allocation and to increase tourists' advocacy levels for a destination. The proposed measurement framework has wide applicability and can also be exercised in the context of other public sector services, e.g., mass transit systems. We illustrate the process using an empirical case study at Chennai, a tourist destination in India and provide a number of substantive insights that are valid for this destination.     

A Canadian university experience in technological innovation and entrepreneurship

The roles of the university, and especially schools of engineering, in serving as sources of new ideas and as training grounds for young persons who may become technical entrepreneurs are set forth. Weaknesses in traditional curricula for engineers as regards innovation and entrepreneurship are identified. The development of the Centre de Développement Technologique at Ecole Polytechnique, University of Montreal is described. The Quebec Industrial Innovation Center, organized in affiliation with Ecole Polytechnique and the Centre de Développement Technologique, is described in detail including several examples of recent projects undertaken.     

Learning from past experience: Footnotes on mindfulness and habitual entrepreneurship

Although scholars have long recognized that failure is endemic to entrepreneurial activity, they have implicitly argued that prior entrepreneurial experience positively affects opportunity discovery and opportunity exploitation. In contrast, I argue that the degree of mindfulness with which entrepreneurs use prior experience can both help and harm their ability to discover and exploit opportunities. I draw on several literatures, including studies of habitual entrepreneurship, behavioral learning theory, and theories of mindfulness, to develop a framework that yields insights about how, when and why habitual entrepreneurs’ use of past experience might improve the performance of their new ventures.     

Forecasting third-party mobile payments with implications for customer flow prediction

Forecasting customer flow is key for retailers in making daily operational decisions, but small retailers often lack the resources to obtain such forecasts. Rather than forecasting stores’ total customer flows, this research utilizes emerging third-party mobile payment data to provide participating stores with a value-added service by forecasting their share of daily customer flows. These customer transactions using mobile payments can then be utilized further to derive retailers’ total customer flows indirectly, thereby overcoming the constraints that small retailers face. We propose a third-party mobile-payment-platform centered daily mobile payments forecasting solution based on an extension of the newly-developed Gradient Boosting Regression Tree (GBRT) method which can generate multi-step forecasts for many stores concurrently. Using empirical forecasting experiments with thousands of time series, we show that GBRT, together with a strategy for multi-period-ahead forecasting, provides more accurate forecasts than established benchmarks. Pooling data from the platform across stores leads to benefits relative to analyzing the data individually, thus demonstrating the value of this machine learning application.     

Family embeddedness and entrepreneurship experience: a study of Indian migrant women entrepreneurs in Australia

India has emerged as a major source of migrants for developed countries including Australia; yet, there is a dearth of research on Indian migrant entrepreneurs, particularly women. Using qualitative methods of enquiry, we explore the perceptions of Indian migrant women entrepreneurs (MWEs) and their partners in Melbourne, Australia, about their entrepreneurship experiences from a family embeddedness perspective. More specifically, we explore how family embeddedness of Indian MWEs is influenced by certain factors which in turn influence their entrepreneurship experience. Our findings suggest that entrepreneurship among Indian MWEs is a complex phenomenon influenced by their being an Indian, a woman and a new Australian, all of which interact and influence their family dynamics and entrepreneurial experience. Our findings shed light on the duality of Indian culture which exerts both an enabling and a constraining influence on the family dynamics of MWEs, the constraining role of gender and the positive impact of their integration into the host country’s sociocultural context which all influence their family embeddedness and entrepreneurship. Contributing to the discussion on ‘ethnic’ and ‘women entrepreneurship’ from a family embeddedness perspective, we offer policy implications for facilitating entrepreneurship in the growing but under-researched cohort of Indian MWEs.     

Women entrepreneurship in Middle East: Understanding barriers and use of ICT for entrepreneurship development

The main objective of the paper is to elaborate and suggest positive note on basic agenda existing in Middle East resisting the women entrepreneur growth development and use of ICT. The entrepreneurship among the women in Arabic countries has been lately given due consideration. In order for develop women entrepreneurship for economic growth their must be strong move by all stakeholders. ICT enables women entrepreneurs to extend equal participation compared to the male in the growth and development of the nation’s economy. The extended use of ICT will help the entrepreneur for creating advantage, research; participate in the global world of business for technology transfer, training, collaboration, and development initiatives at the global level. The paper tries to highlight the barrier for women for entrepreneurial growth and use of ICT with special reference to Middle East countries. The case related to women in two gulf countries will elaborate the deep insight of the issue.     

Embedding entrepreneurship in social structure: Israeli‐Arab entrepreneurship

The article offers a structurationalist analysis of the embeddedness of Arab entrepreneurs in the political economy of Israel in two stages. Firstly, we consider entrepreneurs' agency in the context of socio‐spatial structural aspects concerning tangible networks that are directly associated with business operation. Secondly, we consider agents' horizons of awareness of opportunities in the market in the context of their accessibility to support institutions and elites. The analysis focuses on exposing barriers to economic growth and the understanding of their root causes. From the three structural dimensions studied in the first stage – regional scale, ethnicity and peripherality – we found that while agents struggle to embed themselves in the national economy, ethnicity and peripherality create barriers to the expansion of networks beyond home regional networks. While ethnicity seems to be a secondary barrier, peripherality emerges as the more significant mechanism that maintains low development capacity in the Arab sector in Israel. The major mechanisms that maintain Arab entrepreneurs' peripheral status include: selective state policies that privilege Jewish New Towns over neighbouring Arab ones; the abuse of power by Jewish corporations; and a vicious circle of low profitability created by the large number of small competitors. The research demonstrates that even the great effort made by Arab entrepreneurs to embed themselves in business networks on a national scale does not enable them to transform these networks to economic success. L'article propose, en deux parties, une analyse structuraliste de l'intégration des chefs d'entreprise arabes dans l'économie politique d'Israël. Tout d'abord, il étudie leur ‘l'agence’ dans le cadre des aspects structurels socio‐spatiaux concernant les réseaux réels directement liés à l'activité commerciale. Ensuite, il examine les possibilités des agents de reconnaître les opportunités du marché en fonction de leur accessibilitéà soutenir institutions et élites. L'analyse s'attache à exposer les obstacles à la croissance économique, et à comprendre leurs causes premières. Des trois dimensions structurelles étudiées dans la première partie (échelle régionale, ethnicité et périphéricité), il ressort que, tandis que les agents luttent pour s'intégrer dans l'économie nationale, ethnicité et périphéricité entravent l'expansion des réseaux au‐delà des tissus régionaux intérieurs. Si l'ethnicité paraît un obstacle secondaire, la périphéricité se révèle le mécanisme prépondérant pour maintenir une faible capacité de développement dans le secteur arabe d'Israël. Les principaux mécanismes qui pérennisent le statut périphérique des chefs d'entreprise arabes comptent: les politiques gouvernementales sélectives qui privilégient les Villes Nouvelles Juives par rapport à leurs voisines arabes, l'abus de pouvoir d'entreprises juives, et un cercle vicieux de faible rentabilité généré par la multiplicité de petits concurrents. Selon les recherches, mäme l'énorme effort des chefs d'entreprise arabes pour s'intégrer dans les réseaux d'affaires au niveau national ne leur permet pas de transformer ces réseaux en réussite économique.     

Shareholder value implications of service failures in triads: The case of customer information security breaches

The rise in front-end service outsourcing in recent years, despite its advantages, has also exposed buyer firms to unique challenges. One of the most salient risks for buyer firms in service triads is service failure due to the service provider. Indeed such service failures may be more costly for firms due to the greater relational and operational costs that may arise from the presence of the third-party provider. Yet, neither the services literature nor extant operations literature on service triads has paid much attention to the financial consequences to the buyer firm – i.e., service risks – of such service failures in triads. To fill this gap, we investigate the financial penalty of service failures due to the service provider using the event study methodology and a sample of 146 customer information security breaches as our empirical context. Analysis of the abnormal returns reveals that service failures due to the front-end service provider lead to greater shareholder losses than such failures due to the buyer firm. This provides important new insight into the financial risks arising from outsourcing front-end services. Further, we investigate the ability of the buyer firm's employee and financial resources to temper these shareholder losses. We find that buyer firm employee productivity can moderate the greater financial penalty associated with such triadic service failures but that buyer firm leverage tends to not have such a mitigating effect. This provides new guidance for theory and practice regarding how buyer firms can position themselves to buffer the financial risks arising from service failures due to front-end service providers.     

Exploring the relationship between media coverage and participation in entrepreneurship: Initial global evidence and research implications

Using a set of variables measured in the Global Entrepreneurship Monitor (GEM) study, our empirical investigation explored the influence of mass media through national culture on national entrepreneurial participation rates in 37 countries over 4 years (2000 to 2003). We found that stories about successful entrepreneurs, conveyed in mass media, were not significantly associated with the rate of nascent (opportunity searching) or the rate of actual (business activities commenced up to 3 months old) start-up activity, but that there was a significant positive association between the volume of entrepreneurship media stories and a nation’s volume of people running a young business (that is in GEM terminology, a business aged greater than 3 but less than 42 months old). More particularly, such stories had strong positive association with opportunity oriented operators of young businesses. Together, these findings are compatible with what in the mass communications theory literature may be called the ‘reinforcement model’. This argues that mass media are only capable of reinforcing their audience’s existing values and choice propensities but are not capable of shaping or changing those values and choices. In the area covered by this paper, policy-makers are committing public resources to media campaigns of doubtful utility in the absence of an evidence base. A main implication drawn from this study is the need for further and more sophisticated investigation into the relationship between media coverage of entrepreneurship, national culture and the rates and nature of people’s participation in the various stages of the entrepreneurial process.

Virtual product experience and customer participation—A chance for customer-centred,really new products

This paper demonstrates how customers can be virtually integrated into a company's innovation process. New interaction tools allow companies to gain valuable input from customers via the Internet. First, we explain why too closely listening to customers may turn out to be problematic for the development of real new products. The KANO model shows that it is difficult for customers to express their latent needs as well as those which are taken for granted. New virtual interaction tools and virtual product experiences help to overcome these problems and enable customers to transfer their explicit and implicit knowledge to innovation teams. How to apply virtual interaction tools and how to virtually integrate customers into the innovation process in practice is illustrated in detail in the AUDI case study. Our case study findings show that virtual customer integration provides valuable input for new product development. This paper introduces virtual customer integration as a new means of coming up with customer-centred, really new products.     

Individual entrepreneurship,collective entrepreneurship and innovation in small business: an empirical study

The study reported in this article examines simultaneously the impact of individual entrepreneurship and collective entrepreneurship on innovation in small business. It intends to address the weakness in previous entrepreneurship research that either only focuses on the individual entrepreneur's role in innovation (Miller 1983 Management Science, 29:770-791), or only stresses the importance of collective entrepreneurship (Reich 1987 Harvard Business Review, 65 (3), 22-83; Stewart 1989). The results of structural equation modeling analysis of data from more than 200 small businesses show that both individual entrepreneur(s) and the collective contribute to innovation in small business. Analysis results also reveal the complex relationships between the two types of entrepreneurship in terms of their impact on innovation in small business. Factors that contribute to collective entrepreneurship were found to contribute to individual entrepreneurship, while factors that are often associated with individual entrepreneurship were found to have negative impact on collective entrepreneurship. Communication among members of the small business, which was found to directly contribute to collective entrepreneurship, was found to contribute to individual entrepreneur's knowledge of emerging markets, products, and technologies. In contrast, centralized decision making, which was found to have direct negative impact on innovation, was found to have negative impact on collaboration and communication. Implications of the study are discussed.     

Network legitimacy diffusion: a model for corporate entrepreneurship

International corporate entrepreneurship increasingly requires broader internal and external networks and legitimacy seeking in areas where the corporation and the entrepreneur are not well known. In this article, the important factors that influence the degree of legitimacy granted to corporate entrepreneurs are proposed and discussed. Specifically, we identify three primary levels of legitimacy: pragmatic legitimacy, normative legitimacy, and structural legitimacy. A model is proposed that suggests that organizations move through these levels of legitimacy resulting in differing brokering behaviors for network building. In addition, we integrate this effort into a global perspective by focusing on corporate entrepreneurs who seek to engage in international efforts. Implications for future research are provided.     

Swedish tribalism and Tanzanian entrepreneurship: preconditions for trust formation

The aim of this paper is to explore the relationship between entrepreneurship and the structure of the periphery. The objective is to reach an understanding of the entrepreneurial process within the context of the periphery, which is traditionally seen as a poor environment. The paper considers the concept of peripherality and identifies a process of gravitation that drains higher order services towards the core. However, this deterministic model does not correspond with the realities of the Scottish Highlands. The paradox is that new businesses are being created that appear to use old redundant peripheral values such as tradition. It is argued that it is the social construction of the periphery that produces this post-modern change. The qualitative methodology indicates the emergence of a new spatial paradigm of aesthetic consumption. Two indicative case studies are presented which show that entrepreneurship is the creation and extraction of value from the environment. Their businesses are the commodification of non-material and aesthetic values. Further analysis of these data demonstrates that entrepreneurs interpret their own version of the environment, rather than merely reacting to it. In turn, they enact this interpretation which forms the basis of their businesses.     

Refugee entrepreneurship in Belgium: Potential and practice

By promoting refugee entrepreneurship, both the integration of refugees in society can be aided and domestic entrepreneurship can be boosted. Refugee entrepreneurship has been an underdeveloped domain of scientific research though. There clearly exists a potential for refugee entrepreneurship in Belgium, but this is too seldom realized in practice. Male refugees who have been self-employed in the past and whose family is active as an entrepreneur have a higher appetite for entrepreneurship. Refugee entrepreneurs are mostly male, in their thirties and forties and active in ‘inferior’ sectors. It was also found that refugee entrepreneurs earn less than other entrepreneurs.     

New challenges in sport entrepreneurship for value creation

International Entrepreneurship and Management Journal - Sport entrepreneurship has rapidly gained popularity in the entrepreneurship, management and sports fields due to the way it balances...     

Vietnam in transition: SMEs and the necessitating environment for entrepreneurship development

A transitional economy has been characterized as experiencing a large amount of economic and social change. SMEs can be considered as the vehicle for entrepreneurship development in such a context. The purpose of this paper is to further the investigation of the favourability of the transitional environment on SMEs and entrepreneurship in Vietnam. Using a new approach, we analyse the transitional economy discourse via examining government policies, international organization reports and academic articles on Vietnam. Our findings suggest that, in Vietnam, compared to an overall normative framework developed from a wide literature review, the settings generally support a vibrant transitional entrepreneurship development and SMEs. However, more needs to be done to build up favourable sociocultural setting and effective business support systems in the country. Implications for the relevant stakeholders and suggestions for future research in the East Asian and Central and Eastern Europe regions are also provided.     

Rural entrepreneurship in place: an integrated framework

ABSTRACT

Agglomeration-oriented theories have grown significantly in the past decade in the explanation and promotion of entrepreneurship. Theoretical frameworks and normative models such as entrepreneurial ecosystems are insufficient to observe, explain, and inform policies at the communal level in rural contexts. In this paper, we propose a socio-spatial lens as a more fruitful way of understanding the holistic picture of rural entrepreneurship. By means of abductive research, we explore the distinct elements of entrepreneurial places in rural contexts and derive an integrated meso-level framework, comprising place-sensitive determinations and dimensions, to observe and further analyse the enabling conditions of such places. The findings obtained and the framework developed will be of great use for the evaluation and decision-making, regarding entrepreneurship in rural communities.     

Proposal for two model undergraduate curricula in entrepreneurship

This paper takes three important preliminary steps towards the development of undergraduate curricula in entrepreneurship. First, it provides one of the first analyses comparing the entrepreneurship education standards proposed by the Consortium for Entrepreneurship Education and the European Commission’s Education and Training in Entrepreneurship initiative. Next, it presents an analysis of results of a workshop of entrepreneurship educators regarding development of an undergraduate entrepreneurship standard for business schools. With these two elements in place, the paper makes recommendations for model undergraduate entrepreneurship curricula for majors and concentrations, and concludes with a discussion of the issues in developing and implementing model curricula in a manner consistent with emerging standards in US business schools.     

Conditioning factors for corporate entrepreneurship: an in(ex)ternal approach

In the last years, the business creation and management literature has paid increasing attention to the entrepreneurship that occurs within organizations. Most empirical studies show a positive relationship between corporate entrepreneurship and performance. The objective of this article is to identify which internal and external factors condition corporate entrepreneurship. The study uses two different theoretical perspectives: Resource-Based Theory (for internal factors) and Institutional Economics (for external or environmental factors). Both theories have been widely used in the strategic management and entrepreneurship literature, however, very few studies in the corporate entrepreneurship field are grounded on them together. The research applies negative binomial regression and uses data from the Global Entrepreneurship Monitor (GEM) for the period 2004–2008. Overall the sample has 339.071 observations and it provides information for 9 different European countries (Greece, Spain, Italy, Ireland, the Netherlands, France, the United Kingdom, Denmark and Finland). Results reinforce the importance of internal factors (knowledge, personal networks and being able to identify business opportunities) compared to external (having fear of failure, media impact and the number of procedures to create a company). Contributions of the study are both theoretical and practical. On the one hand, it contributes to the development of the literature in the corporate entrepreneurship field. On the other hand, it provides useful insights for those companies that are interested in entrepreneurship within the organizations.